SVC201 – Service Cloud Essentials for Managers

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2 Days Course
Users Essentials

Classroom + Online

Course Details

The SVC201 – Service Cloud Essentials for Managers course provides you with hands-on experience overseeing the deployment of the Salesforce Service Cloud. In this two-day course, you will learn to facilitate collaboration among agents and customers, for customer self-service and case deflection, multi-channel support of incoming cases, case management, case workflow automation, and support-related analytics and reporting.

The Salesforce Service Cloud helps managers establish and maintain solutions for call centre CRM and customer self-service.

 

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Objectives

What you will learn:

  • Advise your Salesforce Administrator on how to set up Salesforce Service Cloud to best meet your team’s needs
  • Establish productivity tools using recommended practices to make your team more efficient and accurate
  • Use collaboration tools such as Chatter, Salesforce Knowledge, and Salesforce Communities to share knowledge and resources among agents and customers
  • Create reports and dashboards to gain insight into your team’s performance

Outline

Service Cloud Overview

  • Your Service Organization
  • Service Cloud Overview
  • Service Cloud Use Cases

 

Managing the Case Lifecycle from Creation to Closure

  • Support Channels
  • New Cases
  • Existing Cases

 

Knowledge

  • Resolve a Case Using Knowledge
  • Create a Knowledge Article

 

Automate Case Management

  • Case Capture
  • Predefined Communication
  • Case Assignment and Escalation
  • Notification

 

Agent Productivity Tools

  • Console for Service
  • Live Agent
  • SoftPhone

 

Self-Service Support

  • Communities

 

Collaborate Using Chatter

  • Your Profile
  • Chatter Groups

 

Track Your Business with Reporting

  • Reports
  • Dashboards
  • Mobile Reporting in Salesforce1

Target Audience

This course is designed for professionals who directly or indirectly manage support teams. No prior knowledge of Salesforce is needed. However, it is strongly recommended that all students study the online Salesforce CRM Getting Started Workbook.